Description
We’re Civica and we make software that helps deliver critical services for citizens all around the world. From local to state government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens.
Our aspiration is to be a GovTech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day. Building on 21 years of continuous growth and success, we're at a pivotal point on our journey to realise that aspiration.
Why you will love this opportunity as a Support Analyst at Civica
As a Support Analyst you’ll play a vital role in delivering high quality product support to our Local Government customers across the UK. You’ll act as a trusted advisor and technical expert, helping councils and public sector teams maximise the value of our solutions. Every interaction will be guided by professionalism, empathy, and a deep understanding of the challenges faced by local authorities. This role demands a proactive mindset, strong analytical skills, and the ability to collaborate across teams to resolve issues and continuously improve service delivery.
You’ll be supporting systems that underpin essential public services from housing and revenues to workforce management so your work will have a direct impact on communities. Whether you're troubleshooting a technical issue or guiding a customer through a change request, you'll be helping local government teams operate more efficiently and effectively.
What you will do to be successful in this role
Responsibilities:
* Ensure all incidents, problems, service requests, and change requests are handled professionally, within SLA targets, and to the satisfaction of the customer
* Investigate reported faults using expertise in operating systems and databases
* Take full ownership of customer-reported issues, ensuring resolution and clear communication throughout
* Collaborate with Development and Product teams to resolve software faults and manage defects and change requests effectively
* Liaise with cross-functional teams to support issue resolution, enhance customer experience, and contribute to product improvement
* Build strong customer relationships and attend client sites when required to provide hands-on support
* Produce clear and concise documentation for issue resolution and user guidance, ensuring effective handover to colleagues and customers, on occasion supporting onsite
Requirements
* Proven track record in delivering exceptional customer service with a focus on responsiveness and resolution
* Confident communicator with the ability to inform, influence, and persuade stakeholders at all levels
* Proactive and analytical approach to decision-making, with a genuine passion for solving complex problems
* Practical experience in Council Tax and/or Non-Domestic Rates/Benefits administration within a local government setting
* Solid understanding of Council Tax and Non-Domestic Rates legislation and its practical application
* Good level of understanding of: XML, HTML, and Web Services
We Want You to Bring Your Whole Self to Work
There is no such thing as the perfect candidate, so if you think you have what it takes but don't necessarily meet every single point on the list above, please still get in touch. We'd love to have a chat and see if you could be a great fit.
Why You'll Love Working with Us
As a company, we're passionate about what we do and the citizens we serve. If you, too, want to champion the use of technology in public services to improve outcomes for citizens and public sector organizations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve career growth, and make a real difference to people and communities.
We know that when our people are happy, they work better and have greater job satisfaction. Here's what you can expect:
Benefits
Time Off & Work-Life Balance
✔ 25 Days Annual Leave + bank holidays – plus the option to buy up to 10 extra days!
✔ Days of Difference – Up to 3 extra days off for volunteering.
Financial Well-being & Security
✔ Pension Contributions – 5% employer match to support your future.
✔ Income Protection – Up to 75% salary cover for long-term illness.
✔ Life Assurance – 4x salary tax-free lump sum.
✔ Critical Illness Cover – £25,000 lump sum (extendable to dependents).
Health & Perks
✔ Private Medical Insurance – Fast access to private healthcare.
✔ Health Cash Plan – Claim back physio, therapies & more.
✔ Dental Insurance – Cover for routine & emergency care.
✔ Affinity Groups – Join employee-led communities.
✔ Bounty Bonus – Refer a friend & get rewarded.
At Civica, we are committed to building an inclusive and diverse workplace where everyone feels valued and supported. We believe that a variety of perspectives drives innovation and excellence, and we welcome applicants from all backgrounds, cultures, and experiences.
We are an equal opportunity employer. We do not discriminate based on race, ethnicity, religion, gender, sexual orientation, disability, age, or any other legally protected characteristic. Our recruitment process is designed to ensure fairness and transparency, so every candidate has an equal chance to contribute to our mission.
If you need any adjustments or accommodations to participate in our recruitment process, please let us know. We are here to support you.